topic Re: Unable to process your redemption request in AARP Rewards Connect

Unable to process your redemption request

JoanRich — Sun, 03 Nov 2024 21:55:13 GMT

This has been like this for a week...unable to redeem my points

Re: Unable to process your redemption request

r767831w — Mon, 04 Nov 2024 12:03:58 GMT

Yep, and apparently they don't care enough to get this fixed, even though tons of people have been writing in here.

Re: Unable to process your redemption request

rc5185366 — Tue, 05 Nov 2024 04:59:43 GMT

I think we can all understand that not everything works all the time. It's not about not being able to redeem, although that is certainly frustrating, it's about the lack of apparent concern on AARP's part by not addressing it. For an organization that prides itself on hearing the voice of senior citizens, they certainly seem to be dropping the ball on their own website.

Re: Unable to process your redemption request

AARPConsumerCare — Tue, 05 Nov 2024 18:06:02 GMT

@JoanRich I'm sorry for the troubles! Please reach out in a private message with your email address and I'll be happy to check into your account for you. Thank you! Jodee R.

Re: Unable to process your redemption request

MaryL375174 — Tue, 05 Nov 2024 19:41:25 GMT

I called them a few days ago and they said they would escalate the issue and get back to me. Have not heard anything.....

Re: Unable to process your redemption request

MaryL375174 — Tue, 05 Nov 2024 19:42:20 GMT

I tried following the instructions to turn on private messages, but I don't have a "Private Messenger" tab. I have not been able to redeem any rewards for over a week now.

Re: Unable to process your redemption request

AARPConsumerCare — Tue, 05 Nov 2024 21:03:12 GMT

@r767831w We are here to help and we definitely want to get it fixed! I'm terribly sorry that you're experiencing this website issue. Please send us a private message with your full name, mailing address and email address so we can locate your account and look into the error message. You may need to enable your private messages, here is an article with steps to do that: https://aarp.info/47hWcl7. I look forward to speaking with you further! - Janelle M.

Re: Unable to process your redemption request

AARPConsumerCare — Wed, 06 Nov 2024 20:13:50 GMT

I understand how frustrating it is to earn points and not be able to use them @rc5185366. It's never fun to experience these kinds of issues. I'd be happy to help you look into this error message. Please send me a DM with your email address to get started. Here is an article that will show you how to activate Private messages: https://aarp.info/47hWcl7. Hoping to connect soon. - Daniela R.

Re: Unable to process your redemption request

r767831w — Wed, 06 Nov 2024 20:32:59 GMT

I received a private message from one of your colleagues asking for that information, but there was no way to respond -- no reply button, no nothing. Typical IT fail for AARP. So I finally called in yesterday, gave my info, and was told that it would be escalated. But given that so many of us are having the identical problem, why would AARP be troubleshooting this one account at a time instead of just fixing the central problem??! Unbelievable!

Re: Unable to process your redemption request

rc5185366 — Wed, 06 Nov 2024 20:54:39 GMT

That's a very good question. I don't understand why they are approaching this as an individual problem when so many are posting they have issues. Maybe the maintenance from 11/15-11/18 is an attempt to fix this?

Re: Unable to process your redemption request

AARPConsumerCare — Wed, 06 Nov 2024 23:08:06 GMT

Thank you for reaching out, @MaryL375174. Glad to hear you've reached out to our team to have your issue escalated. They should get back to you within 5 business days with details. - Diana G.

Re: Unable to process your redemption request

AARPConsumerCare — Wed, 06 Nov 2024 23:14:34 GMT

I'm sorry to hear you don't have the private messenger option, @MaryL375174. I've reported the missing option to our team. In regards to your AARP Rewards error, our team should get back to you within 5 business days. - Diana G.

Re: Unable to process your redemption request

rednexsrus — Thu, 07 Nov 2024 07:58:38 GMT

YOU WISH

Re: Unable to process your redemption request

AARPConsumerCare — Thu, 07 Nov 2024 13:51:40 GMT

@r767831w I'm glad you were able to provide your info for an escalation! Unfortunately, this is an account specific issue. We are here to help anybody who is experiencing the error with their account. Please don't hesitate to reach out if you need anything further. - Janelle M.

Re: Unable to process your redemption request

r767831w — Mon, 11 Nov 2024 01:07:48 GMT

If it's "an account specific issue," implying that there are just a few of us affected, then why is it taking so long to fix it? I haven't been able to redeem for two weeks now. And if there are so many people affected that it truly is taking this long to unravel it, then it's NOT account-specific, it's systemic. You don't get to have it both ways.

Re: Unable to process your redemption request

MaryL375174 — Mon, 11 Nov 2024 01:17:02 GMT

A couple of days ago I got an email that my account was fixed and I can now redeem rewards, they implied that I didn’t follow the guidelines, but didn’t give me anything specific. I reviewed the guidelines and I can’t understand what I could have done wrong

Re: Unable to process your redemption request

AARPConsumerCare — Mon, 11 Nov 2024 14:43:09 GMT

@r767831w Thank you for getting back to me. Once an issue is escalated to our designated team for assistance, the timeframe to hear back from them is 3-5 business days. This timeframe allows our team to thoroughly investigate your account and issue. I'm terribly sorry for any inconvenience this has caused. If you'd like me to follow up on the escalation that was created when you called us, please send me a private message with your complete name, email address and mailing address, so I can locate your account. You may need to enable your private messages first, here is an article with steps to take: https://aarp.info/47hWcl7. - Janelle M.

Re: Unable to process your redemption request

AARPConsumerCare — Tue, 12 Nov 2024 18:54:53 GMT

Thank you for the update, @MaryL375174. You can reply to the email you received from our team for more details. - Diana G.

Re: Unable to process your redemption request

r767831w — Tue, 12 Nov 2024 19:12:13 GMT

My private messages are turned on, but I don't know how to direct a message to your attention. Please explain?

Re: Unable to process your redemption request

JoanRich — Tue, 12 Nov 2024 19:12:57 GMT

Going on 4 weeks now...and nobody at AARP cares...you can, they write and ticket with all my acct info and same....nothing happens again and again....just be honest and say the 11/15 update will fix it all.